Need a Paw?
Here's everything you might want to know, fluffed up and answered with care.
Product Questions
How do I pick the right size for my pet?
Every product listing includes the different sizes available to help you choose the best fit for your furry royalty. As a rule of paw: measure your pet from nose to base of tail, then add a little lounging room. When in doubt, we recommend sizing up — better too plush than too snug.
Are your beds suitable for anxious pets?
Yes ~ in fact, many of our designs are chosen specifically to support comfort and calm. Soft faux fur, cocooning shapes, and tactile textures create a natural sense of safety. It’s like a warm hug without the awkward arms.
Do your products arrive ready to use?
Most of our range comes fully assembled or requires minimal effort (think: click-together legs, not IKEA night sweats). Instructions are always included.
Shipping & Delivery
How long will my order take to arrive?
Each piece in our collection is prepared with care. Most orders ship within 2–5 business days, with standard Australian delivery taking 7–12 business days depending on your location. You'll receive a tracking link the moment your parcel begins its journey.
Where's my tracking info?
Once your order ships, you’ll receive a tracking link via email. From there, you can follow its path - from dispatch to doorstep - with minimal paw-wringing.
Do you ship outside Australia?
We only deliver to customers within Australia at the moment. However, we may consider opening to other countries in the future, so stay tuned ~
Returns & Exchanges
Can I return or exchange an item?
Yes - items that are received faulty, damaged, or not as described are eligible for a return, refund, or replacement.
As long as the item is kept in their original condition, they will be eligible for returns or exchanges within 30 days of delivery. Simply email us at hi@purrluxe.com.au and we’ll take care of the rest.
What if I change my mind?
We are committed to ensuring all products meet the standards of quality and reliability expected by our customers.
However, please note that we do not accept returns or provide refunds for change of mind. We encourage you to carefully consider your purchase to ensure it meets your needs and expectations.
What if my pet doesn't like it?
If your little one gives you the side-eye instead of a snuggle, try bribing them with some yummy treats!
We know that pets, like humans, have preferences. However, we are unable to accept returns or exchanges for this reason as it not something that we can control.
Oftentimes, pets may take awhile before they feel comfortable around new things. Tora, for example, took a month and a half before using the cat tree we got her! What helped? Treats! She just needed some time to realise that this tall wooden object was nothing to be intimidate by :) So just give your furbabies a little time to sniff and explore ~
Who covers the return shipping?
If something's arrived damaged or faulty, that's on us - we'll handle the return postage.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, AMEX, PayPal, Apple Pay and Google Pay. All transactions are processed securely so you can check out with confidence (and maybe a little excitement).
Is my payment information secure?
Absolutely. PurrLuxe uses SSL encryption and secure gateways to ensure your details are protected at every step. Your privacy is never for sale — not even to our cats.
Contact Us
How can I get in touch?
Can't find the answers you're looking for? We're here to help! whether you need product advice, order support, or just want to chat about your pet’s quirks. Reach us at hi@purrluxe.com.au and we’ll aim to respond within 1–2 business days.
Can you help me choose the right product?
Absolutely. Tell us a little about your pet - size, habits, quirks, throne room preferences - and we’ll offer our best recommendations, tailored with love.